Research undertaken by Sales Activator in 2016 highlights the L&D industry is undergoing significant change. As the landscape becomes more competitive, more onus has been put, quite rightly, on the importance of the customer. The key focus now is on targeting the right customer to the business and keeping them.
To do this leaders are becoming smarter, more aware and more innovative in their customer care and investing in their front line of sales and service. In return L&D service providers are upping their game to answer this change in direction and energy.
So why a massive change in the industry? The economy. L&D managers must be more accountable for spend and demonstrating ROI is becoming a requirement. There is greater attention on the success of training, is it working? Does it add value? Are people actually learning?
As we know with much of the training out there, there is often little or no long term effect, and in realising this L&D managers are looking for something different, something deeper and more meaningful that can to see a real change in their people development.
Responding to industry change
L&D leaders require Training for Sales and Service personnel that is versatile enough to support these changes. Coaching has to be in the moment to help with new situations and take real affect. Teams must be provided with the right support at the right time and updated materials and information directed quickly, without waiting for that next classroom session.
Managers need a solution that helps them coach, mentor and guide their teams in this turbulent, demanding time, but the study showed that most L&D leaders & managers, whilst looking for new fresh thinking, innovation and quality in their Training programs had not yet found a simple, quick, affordable solution.
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